The Average Support Ticket Count (ASTC) is a metric used to measure the number of support tickets that a business receives over a given period of time, typically on a daily or weekly basis. This metric is used to evaluate the volume of support requests and the efficiency of the support team.
The formula for ASTC is:
ASTC = Total Number of Support Tickets / Number of Days or Weeks
For example, if a business receives 200 support tickets over a 7 day period, the ASTC would be 200 / 7 = 28.57 tickets per day.
The ASTC can be used to evaluate the overall volume of support requests and the efficiency of the support team. A high ASTC may indicate that the support team is overwhelmed and may need additional resources, while a low ASTC may indicate that the support team is underutilized and may be able to handle additional requests.
It’s important to note that ASTC is a relative metric and should be considered along with other metrics such as time to resolve, first contact resolution and customer satisfaction to evaluate the overall performance of the support team. Additionally, the ASTC can be analyzed by different segments, such as by product or service, to identify which areas require more support and attention
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